WFM Implementation Consultant

LB190321 | Permanent | UK Wide | Up to £60K Basic


Overview

Our client, a technology service provider, are searching for a WFM Implementation Consultant to join their team. The WFM Implementation Consultant will be responsible for the completion and delivery of WFM projects and will provide technical support to customers during the testing phase either remotely or onsite. The WFM Implementation Consultant will provide formal training sessions to customers on WFM solutions, as well as offering support to wider external teams. A minimum of 5 years’ experience using Contact Centre WFM solutions is required for this role.


Responsibilities & Requirements

Responsibilities

  • Completion of technical design of WFM delivery projects, including discovery workshop delivery, capturing technical requirements, writing and sign off of relevant documentation.
  • Based on own design or a handover from a colleague’s design, and in line with completed solution design documentation, implement and configure solution.
  • Either remotely or onsite during the training and testing phase of a project, support the customer with technical advice, knowledge transfer and technical fixes or workarounds that may be required.
  • Facilitate practical customer training sessions of the WFM solution in the form of knowledge transfer for small groups, classroom-based training or responding to queries.
  • Either remotely or onsite during the go live phase of a project, support the customer with a smooth and issue free introduction.
  • Provide support to wider internal teams, such as Sales, Solution Architects and Development Team.
  • Based on factual contact centre problems, provide product-based solutions for WFM.
  • Support customers in achieving their goals by utilising other systems than WFM to help build solutions, such as MI.

 

Requirements

  • A minimum of 5 years’ experience using Contact Centre WFM solutions.
  • In-depth knowledge of Resource Planning theory and practices.
  • Must have excellent communication skills that can be used onsite or remotely to train customers with varying levels of experience.
  • Strong MS Excel skills.
  • Familiar with operational Contact Centre environments.
  • Ability to devise and implement relevant solutions to complex business problems, showing strong problem-solving skills.
  • Excellent presentation skills with strong influence.

 

Desirable:

 

  • Verint WFO solution experience, particularly WFM, PM & QM.
  • Previous Resource Planning experience in a Contact Centre.
  • Experience of implementing WFM solutions.
  • Experience of working with and managing 3rd party vendors.
  • Previously integrated REST APIs to send and receive data.
  • Application and solution troubleshooting experience.



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Posted by

Lauren Beedon

Position: Recruitment Director


  • Tel: +44 (0)115 838 9492
  • lauren.b@fullbrookconsulting.com

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